Standard/Guideline

Included in Report

Web Content Accessibility Guidelines 2.1 at: https://www.w3.org/TR/WCAG21/

Level A (Yes)

Level AA (Yes)

Product / Platform

Product Description

Zendesk Support (Agent Experience)

Zendesk Support Web Application is a web application which Zendesk clients can deploy to provide a custom Ticketing system for their organization’s website or application.

Zendesk Guide

Zendesk Guide Web Application is a web application which Zendesk clients can deploy to provide a custom Knowledge Base system for their organization’s website or application.

Central de Administração

Zendesk Admin Center provides a central location for managing global, cross-product settings within Zendesk Web Applications.

Zendesk iOS Mobile SDK

Default SDK screens that can be added to native mobile applications built by Zendesk clients to integrate their support Knowledge Base and ticketing system.

Zendesk Android Mobile SDK

Default SDK screens that can be added to native mobile applications built by Zendesk clients to integrate their support knowledge base and ticketing system.

Web Widget

The Zendesk Web Widget is a separate web application that clients can embed in a web page to give their customers access to their Help Center and agents from other Zendesk support channels (Support, Talk, and Chat).

Criteria

Produto

Conformance Level

Remarks and Explanations

1.1.1 Non-text content (Level A)

Support & Guide

Partially Supports

The product mostly presents all non-text content a text alternative that serves the equivalent purpose. A rating of Partially Supports has been given for the following reasons:

• Decorative images, such as user avatars, have duplicate alternative text that is the same as adjacent text or links

• Visibly hidden content receives focus.

• Custom controls are being communicated using roles that do not match the visual design, such as combo boxes that are represented as links.

Central de Administração

Partially Supports

Although the Zendesk Admin Center website does not have a lot of non-text content, a rating of Partially Supports has been given for the following reasons:

• The pages have SVG image icons that do not have textual alternatives nor are marked as decorative.

• The SVG image enclosed in the button do not have textual alternative nor marked as decorative.

• The close (‘X’) button in the ‘Unsaved Changes’ dialog is not visible when the page is viewed in high contrast mode, because the ‘X’ is a CSS background image. CSS background images tend to disappear in high contrast mode.

• On the ‘Admin Center Object Type’ page, after activating the buttons to sort the columns, the table no longer responds to key commands by screen readers.

• On the ‘Admin Center Object Type’ page, the Delete buttons within the grid/table are not labelled.

• The state of expansion and collapse of product tray panel after activating the ‘Zendesk Product’ button is not communicated to screen reader users.

iOS SDK

Supports

The Zendesk Mobile SDK presents all non-text content a text alternative that serves the equivalent purpose

Android SDK

Partially Supports

The Android SDK mostly has non-text content with text alternatives or a meaningful accessible name. However, a rating of Partially Supports has been given for the following reasons:

• An empty list that should be hidden under the Contact Us form is exposed to assistive technology.

• An empty list that surrounds the chat area for the Contact Us and Answer Bot screen is exposed to assistive technology.

Web Widget

Partially Supports

The Web Widget has some important non-text content with text alternatives or an accessible name. However, a rating of Partially Supports has been given for the following reasons:

• The Automatic Answers and triggering button iframes can be accessed by screen readers despite being visually hidden.

• The flag image and the dropdown signifier for the country code combo box disappear on Windows High Contrast Mode.

• SVG images do not have alternative text or are not properly marked as decorative.

• Some essential background images do not have textual and visible equivalents.

• Some important controls that use only icons have no accessible name.

• Some important controls do not have the proper identifying information through name, role, and state.

1.2.1 Audio-only and Video-only (Prerecorded) (Level A)

Support & Guide

Supports

The product does not utilize audio-only or video only content.

Central de Administração

Supports

The Zendesk Admin Center website does not contain any audio-only or video-only (Prerecorded) content.

iOS SDK

Supports

The Zendesk Mobile SDK does not utilize audio only or video-only content.

Android SDK

Supports

The Android Mobile SDK does not utilize audio only or video-only content.

Web Widget

Supports

The Web Widget does not include any “audio-only” or “video-only” content.

1.2.2 Captions (Prerecorded) (Level A)

Support & Guide

Supports

The product does not contain prerecorded audio content.

Central de Administração

Supports

No content requiring captions is present on the Zendesk Admin Center website.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain prerecorded audio content.

Android SDK

Supports

No content requiring captions is present on the Android SDK application.

Web Widget

Supports

The Web Widget does not include any “synchronized multimedia” (video with an audio track).

1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A)

Support & Guide

Supports

The product does not contain time-based media or prerecorded video content.

Central de Administração

Supports

Neither time-based media nor prerecorded video requiring audio description is present on the Zendesk Admin Center website.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain time-based media or prerecorded video content.

Android SDK

Supports

The Android Mobile SDK does not contain time based media or prerecorded video content.

Web Widget

Supports

The Web Widget does not include any “synchronized multimedia” (video with an audio track).

1.3.1 Info and Relationships (Level A)

Support & Guide

Partially Supports

The product mostly conveys information, structure, and relationships by accessible methods. A rating of Partially Supports has been given for the following reasons:

• Layout tables are not marked up to communicate their use for presentation purposes.

• Some native and custom form elements are missing valid labels. • Meaningful CSS inserted images do not always have a textual equivalent.

• Heading structure is not always logical, including heading structure that does not follow a logical hierarchical order and plain text that should not be marked up as headings.

• There are instances where inline errors are not being associated to their respective fields

Central de Administração

Partially Supports

The Zendesk Admin Center Website conveys most of the information, structure, and relationships by accessible methods. However, a rating of Partially Supports has been given for the following reasons:

• The page consists of implicit headings. Implicit headings are those that use font size, boldface, color, background color, extra spacing, but without the native HTML <h< element.

• The Admin Center Subscription page consists of data in a tabular format but is not structured as a data table using native HTML table elements.

• When any of the menu buttons from the side navigation bar are activated, the respective page of its submenu is displayed, and the focus is moved to the top of the page rather than to the new content of the page or to the first submenu button.

• When any of the submenu buttons are activated, the page content changes, but the focus remains on the button itself instead of moving to the heading of the page.

• The page consists of multiple navigation region structured using <nav< elements, but none of them have an accessible label so they can be easily identified uniquely.

• The heading level hierarchy is not followed and heading levels are skipped on certain pages.

• The selected state of simulated checkboxes is not visible when the page is viewed in high contrast mode as they are structured using CSS background colors and images.

• When the ‘Unsaved Changes’ dialog appears, neither the page title is changed nor is the title of the dialog structured as a heading to receive focus.

• On the ‘Admin Center – Object Types’ page, the column header used for ‘Delete’ is blank/empty.

iOS SDK

Partially Supports

The Zendesk Mobile SDK mostly conveys information, structure, and relationships by accessible methods. A rating of Partially Supports has been given for the following reasons:

• Files that have been uploaded have no accessible name.

• A minor issue exists where a text field only announces “Message” rather than the visible text of “Write a Message”.

Android SDK

Partially Supports

The Android SDK mostly conveys information, structure, and relationships programmatically and through text as well. However, a rating of Partially Supports has been given for the following reasons:

• Section texts in the Help Center are styled as headings but are not structured as such.

• Form fields do not have a valid label and only provide placeholder text.

• Chat messages are not communicated to users for the chat feature.

Web Widget

Partially Supports

The Web Widget conveys some of the information, structure, and relationships by accessible methods. However, a rating of Partially Supports has been given for the following reasons:

• Some headings skip levels.

• Some text is styled as headings yet does not have explicit heading markup.

• Some sub-lists are not marked up properly.

• The article results from the Chat Bot contains implicit list markup.

• The layout table used in the chat badge does not indicate its presentational purpose.

• Multiple choice questions do not have fieldsets to group form controls.

• Form field constraints and errors are not associated with their corresponding fields.

• Some interactive elements cannot be distinguished from non-actionable ones.

• Dialogs in the Chat with Agent screen do not have proper structure and/or missing descriptive dialog titles.

• Focus is not managed properly when an error message is present.

• Focus is not managed properly when moving between screens.

• Focus is not managed properly when users activate the triggering button.

1.3.2 Meaningful Sequence (Level A)

Support & Guide

Supports

The product presents content in the correct reading sequence.

Central de Administração

Partially Supports

Most of the content on the Zendesk Admin Center website presents content in a meaningful reading sequence. However, a rating of Partially Supports has been given for the following reason:

• The visual reading order and focus order of the buttons in the header and side navigation seems illogical. The menu buttons in the side navigation bar receive focus before the buttons in the header.

iOS SDK

Supports

The Zendesk Mobile SDK presents content in the correct reading sequence

Android SDK

Partially Supports

The Android SDK mostly has a logical reading order. However, a rating of Partially Supports has been given for the following reason:

• The layout and reading order of some screens do not follow a logical order.

1.3.3 Sensory Characteristics (Level A)

Support & Guide

Supports

The product does not present content that relies solely
on sensory characteristics

Central de Administração

Supports

The Zendesk Admin Center website does not present information that solely relies on the sensory characteristics of components, such as shape, color, size, visual location, orientation, or sound.

iOS SDK

Supports

The Zendesk Mobile SDK does not present content that relies solely on sensory characteristics.

Android SDK

Supports

The Android Mobile SDK does not present content that relies solely on sensory characteristics.

1.4.1 Use of Color (Level A)

Support & Guide

Supports

The product does not use color as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element

Central de Administração

Partially Supports

The Zendesk Admin Center presents certain information that uses color as the only visual means of conveying information. Hence,
a rating of Partially Supports has been given for the following reasons:

• The page tabs on the ‘Admin Center Invoices and More’ product pages do not provide information about their state and role for users of assistive technology.

• The controls in the side navigation bar are incorrectly structured as a “button” when they act as “link”. Secondly, the state of the selected button in the side navigation bar is only communicated via change in color.

• A colored underline is used to indicate the currently selected page tab on the ‘Admin Center Invoices and More’ product pages, which is not visible in high contrast mode.

iOS SDK

Supports

The Zendesk Mobile SDK does not use color as the only visual means of conveying information, indicating an action, prompting a response, or distinguishing a visual element.

Android SDK

Partially Supports

The Android SDK mostly does not use only color to convey information. However, a rating of Partially Supports has been given for the following reasons:

• The Email error message uses color alone to signify that it is an error message.

• The links in some individual articles use only a color signifier to show that they are links.

1.4.2 Audio Control (Level A)

Support & Guide

Supports

The product does not contain any audio.

Central de Administração

Supports

No audio content that plays automatically is present on the Zendesk Admin Center website.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain any audio

Android SDK

Supports

The Android Mobile SDK does not contain any audio.

2.1.1 Keyboard (Level A)

Support & Guide

Partially Supports

Most all active elements in the product are in the focus order and are operable through a keyboard interface. A rating of Partially Supports has been given for the following reasons:

• Specific controls do not receive focus and may not always be actionable when they do receive focus.

• Custom combo box controls cannot be used with the expected keyboard interactions.

• The title attribute is used to communicate information that is not accessible via the keyboard.

Central de Administração

Partially Supports

Almost all the functionality of the Zendesk Admin Center website is operable through a keyboard interface. However, a rating of Partially Supports has been given for the following reasons:

• The tab panel on the ‘Admin Center Invoice’ page is not keyboard accessible. It is not receiving keyboard focus, nor does it have keyboard event handlers to be actionable via keyboard.

• On the ‘Admin Center Object Types’, the ‘Garbage can’ icon button receives focus, however the icon itself is not visible.

• On the ‘Admin Center Object Types’, the edit functionality for an “Object” that directs a user to the “Edit object type” screen cannot be accessed using the keyboard. The row appears highlighted, however pressing ENTER or SPACEBAR activates the “Delete Object” dialog modal.

• The tab panels (Password, Authentication and Account Assumption) on the ‘Admin Center Advanced Security’ have been unnecessarily placed in the focus order by providing tabindex=”0″.

iOS SDK

Supports

All active elements in The Zendesk Mobile SDK are in the focus order and are operable through a keyboard interface.

Android SDK

Partially Supports

The Android SDK’s functionality is mostly operable by keyboard. However, a rating of Partially Supports has been given for the
following reason:

• The Web View container is focusable when viewing an article from the Help Center.

Web Widget

Partially Supports

The Web Widget functionality is operable by a keyboard for the most part. However, a rating of Partially Supports has been given for the following reasons:

• Custom buttons could not be activated with the Spacebar and Enter key.

• The Attach Files control is not keyboard accessible.

• The Zendesk link in the Web Widget wrapper is not keyboard accessible.

• On the phone, the users could not close the ‘Email transcript sent’ modal dialog.

2.1.2 No Keyboard Trap (Level A)

Support & Guide

Supports

The product does not contain keyboard traps.

Central de Administração

Supports

The Zendesk Admin Center website does not present any moving, blinking, scrolling, or auto-updating information or content.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain keyboard traps.

Android SDK

Partially Supports

Android: The Android SDK generally does not have keyboard traps. However, a rating of Partially Supports has been given for the following reason:

• The popup question when viewing an article from the Answer Bot traps users’ focus until they answer the question.

Web Widget

Supports

The Web Widget provides a method for keyboard only users to move past the keyboard trap.

2.1.4 Character Key Shortcuts (Level A 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

Supports

The product does not provide character key shortcuts.

iOS SDK

Supports

The Zendesk Mobile SDK does not utilize character key shortcuts

Android SDK

Supports

The Android Mobile SDK does not utilize character key shortcuts.

Web Widget

Supports

The Web Widget does not have character key shortcuts.

2.2.1 Timing Adjustable (Level A)

Support & Guide

Supports

The product does not contain functionality that relies on time limits

Central de Administração

Supports

No tasks or content are present on theZendesk Admin Center website that are time sensitive or require time adjustments.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain functionality that relies on time limits

Android SDK

Supports

The Android Mobile SDK does not contain functionality that relies on time limits.

Web Widget

Supports

The Web Widget contains no task or content that is time sensitive or require time adjustments.

2.2.2 Pause, Stop, Hide (Level A)

Support & Guide

Supports

The product does not include content that plays automatically

Central de Administração

Supports

The Zendesk Admin Center website does not present any moving, blinking, scrolling, or auto-updating information or content.

iOS SDK

Supports

The Zendesk Mobile SDK does not include content that plays automatically.

Android SDK

Supports

The Android Mobile SDK does not include content that plays automatically.

Web Widget

Supports

The Web Widget does not include content which moves, blinks, scrolls or auto-updates.

2.3.1 Three Flashes or Below Threshold (Level A)

Support & Guide

Supports

The product does not utilize any flashing content

Central de Administração

Supports

Web: The Zendesk Admin Center website does not present any flashing content.

iOS SDK

Supports

The Zendesk Mobile SDK does not utilize any flashing content.

Android SDK

Supports

The Android Mobile SDK does not utilize any flashing content.

Web Widget

Supports

The Web Widget does not include content which flashes.

2.4.1 Bypass Blocks (Level A)

Support & Guide

Partially Supports

The product mostly provides a method to skip past blocks of repeated content or contains such limited amount of data that it is not necessary to provide this mechanism. A rating of Partially Supports has been given for the following reason: • The Guide Web desktop application does not provide a skip link to jump past the repeated navigation elements to the main content.

Central de Administração

Does Not Support

The Zendesk Admin Center website does not provide a skip link mechanism to bypass blocks of content that are repeated on multiple Web pages.

iOS SDK

Supports

The Zendesk Mobile SDK provides a method to skip past blocks or repeated content using heading elements at the beginning of each section.

Android SDK

Supports

The Android Mobile SDK provides a method to skip past blocks or repeated content using heading elements at the beginning of each section.

Web Widget

Supports

The Web Widget’s nature does not need skip link.

2.4.2 Page Titled (Level A)

Support & Guide

Supports

The product has titles that describe topic or purpose

Central de Administração

Partially Supports

The Zendesk Admin Center website has titles for each of its webpages. However, a rating of Partially Supports has been given for the following reason:

• All pages have the generic title ‘Zendesk Admin Center’ which do not update regardless of what page/tab the user visits.

iOS SDK

Supports

The Zendesk Mobile SDK has titles that describe topic or purpose.

Android SDK

Partially Supports

The Android SDK has a clear title for most of the screens. However, a rating of Partially Supports has been given for the following reason:

• On some screens, the title of the page is not announced to users on page load.

Web Widget

Partially Supports

The Web Widget’s screens mostly have meaningful titles. However, a rating of Partially Supports has been given for the following reason:

• The ‘End Chat’ and ‘Email Transcript’ modal dialogs do not have a descriptive dialog title.

2.4.3 Focus Order (Level A)

Support & Guide

Partially Supports

The product mostly contains focusable components that receive focus in an order that preserves meaning and operability. A rating of Partially Supports has been given for the following reason:

• When closing the Edit My Profile dialog, instead of moving focus back to the triggering element, focus moves to the top of the page

Central de Administração

Partially Supports

The elements of the Zendesk Admin Center website pages can be navigated sequentially, and focusable components receive focus in an order that preserves meaning and operability. However, a rating of Partially Supports has been given for the following reasons:

• When any of the menu buttons from the side navigation bar are activated, the respective page of its submenu is displayed and the focus is moved to the top of the page, rather than the new content of the page or to the first submenu button.

• When any of the submenu buttons are activated, the page content changes, butthe focus remains on the button itself instead of moving to the heading of the page.

• The keyboard focus is not returned to an appropriate location when the ‘Unsaved Changes’ dialog is dismissed using the dialog’s elements. Currently, the focus is moved back to the starting of the page.

• The keyboard focus is not moved appropriately to the title of the dialog or to the first interactive element in the dialog (Unsaved Changes).

• After closing the “Delete Object Type” modal, focus does not return to the table, but instead goes back to the top of the page.

iOS SDK

Partially Supports

The Zendesk Mobile SDK mostly contains focusable components that receive focus in an order that preserves meaning and operability. A rating of Partially Supports has been given for the following reason:

• When attaching a file, focus does not appropriately
move to the newly rendered content.

Android SDK

Partially Supports

The Android Mobile SDK mostly contains focusable components that receive focus in an order that preserves meaning and operability. A rating of Partially Supports has been given for the following reason:

• When activating the See All Articles control, focus inappropriately returns to the top of the page instead of to the first item in the list of articles.

Web Widget

Partially Supports

The Web Widget’s focus order is generally meaningful. However, a rating of Partially Supports has been given for the following reasons:

• The focus order of the Chat Badge is not logical.

• Keyboard focus does not properly return from dialogs.

• On the phone, the focus does not remain within modal dialogs.

• Focus does not update properly when moving between screens, when screen content changes, or when error messages are present.

2.4.4 Link Purpose (In Context) (Level A)

Support & Guide

Partially Supports

The product mostly contains links which clearly indicate their purpose, in context. A rating of Partially Supports has been given for the following reasons:

• The Close control used in many dialogs does not have a meaningful alternative.

• Links that spawn the dialogs do not indicate that fact.

• Decorative images, such as user avatars, have duplicate alternative text that is the same as adjacent text or links

Central de Administração

Supports

The purpose of each of the links can be determined from the link text or from the link text together with its programmatically determined link context on the Zendesk Admin Center web pages.

iOS SDK

Supports

The Zendesk Mobile SDK contains links which clearly indicate their purpose, in context.

Android SDK

Supports

The Android Mobile SDK contains links which clearly indicate their purpose, in context.

Web Widget

Partially Supports

The Web Widget contains links that are generally clear in purpose. However, a rating of Partially Supports has been given for the following reason:

• The Zendesk link in the wrapper footer is unmeaningful.

2.5.1 Pointer Gestures (Level A 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

N/A

N/A

iOS SDK

Supports

The Zendesk Mobile SDK can be operated with a single pointer without a path-based gesture.

Android SDK

Supports

The Android Mobile SDK can be operated with a single pointer without a path-based gesture.

Web Widget

Supports

The Web Widget does not use multipoint or path-based gestures for operation.

2.5.2 Pointer Cancellation (Level A 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

N/A

N/A

iOS SDK

Supports

The Zendesk Mobile SDK does not contain controls that are operable using down events

Android SDK

Supports

The Android Mobile SDK does not contain controls that are operable using down events

Web Widget

Supports

The Web Widget does not execute any functionality on the down-event of the pointer.

2.5.3 Label in Name (Level A 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

Supports

The Zendesk Admin Center website presents user interface components whose accessible name contains the text presented visually.

iOS SDK

Supports

The Zendesk Mobile SDK user interface components with labels that include text or images of text, contain the text that is presented visually

Android SDK

Supports

The Android Mobile SDK user interface components with labels that include text or images of text, contain the text that is presented visually

Web Widget

Partially Supports

The Web Widget generally contains user interface components with labels. However, a rating of Partially Supports has been given for the following reasons:

• The chat badge input field has no valid label.

• The ‘Search’ input field has no valid label.

• The ‘Country Code’ combo box has no valid label.

2.5.4 Motion Actuation (Level A 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

N/A

N/A

iOS SDK

Supports

The Zendesk Mobile SDK does not contain user interface components that require device or user motion

Android SDK

Supports

The Android Mobile SDK does not contain user interface components that require device or user motion.

Web Widget

N/A

N/A

3.1.1 Language of Page (Level A)

Support & Guide

Supports

The product identifies the default language of its pages

Central de Administração

Does Not Support

The language of the page is not set using the ‘lang’ attribute with the HTML element for any of the pages.

iOS SDK

Supports

The Zendesk Mobile SDK does not initiate a change of context when any component receives focus.

Android SDK

Supports

The Android Mobile SDK identifies the default language of its pages.

Web Widget

Supports

The Web Widget programmatically indicates the default human language used on each screen.

3.2.1 On Focus (Level A)

Support & Guide

Supports

The product does not initiate a change of context when any component receives focus.

Central de Administração

Supports

Web: None of the user interface components on the Zendesk Admin Center website that receive focus initiate a change of context.

iOS SDK

Supports

The Zendesk Mobile SDK does not initiate a change of context when any component receives focus.

Android SDK

Supports

The Android Mobile SDK does not initiate a change of context when any component receives focus.

Web Widget

Supports

Web: The Web Widget does not initiate a change in context as a result of any component receiving focus.

3.2.2 On Input (Level A)

Support & Guide

Partially Supports

The product rarely initiates a change of context when any component setting is changed. A rating of Partially Supports has been given for the following reason:

• When moving through custom combo box options with the keyboard, the content of the page is refreshed, and the focus is moved to the top of the page.

Central de Administração

Supports

No component on the Zendesk Admin Center website automatically causes a change of context on user input, except where a user has been advised of that behavior.

iOS SDK

Supports

The Zendesk Mobile SDK does not initiate a change of context when any component setting is changed.

Android SDK

Supports

The Android Mobile SDK does not initiate a change of context when any component setting is changed

Web Widget

Supports

The Web Widget does not initiate a change in context on user input.

3.3.1 Error Identification (Level A)

Support & Guide

Partially Supports

The product mostly provides a clear indication of fields in error. A rating of Partially Supports has been given for the following reasons: • Some forms do not indicate any errors.

• When errors are displayed, they do not always clearly identify the error and how to remediate the error.

Central de Administração

Supports

Where input errors are automatically detected, such as when required fields are not filled out when editing forms, items in error are identified and error messages are displayed

iOS SDK

Supports

The Zendesk Mobile SDK does not include forms that generate errors

Android SDK

Supports

The Android Mobile SDK does not include forms that generate errors

Web Widget

Partially Supports

The Web Widget generally identifies errors and describes them to users. However, a rating of Partially Supports has been given for the following reasons:

• The error message when users enter an invalid phone number is not at the beginning of the form after submission.

• Some error messages do not indicate the fields in error.

3.3.2 Labels or Instructions (Level A)

Support & Guide

Partially Supports

The product mostly provides labels or instructions when content requires user input. A rating of Partially Supports has been given for the following reasons:

• Some native and custom form elements are missing valid labels.

• There are instances where inline errors are not being associated to their respective fields.

• When using the Edit Profile page, the asterisk indicating the mandatory fields is not explained at the beginning of the form.

Central de Administração

Supports

Web: Labels or instructions are provided for most of the input fields.

iOS SDK

Supports

The Zendesk Mobile SDK provides labels or instructions when content requires user input.

Android SDK

Supports

The Android Mobile SDK provides labels or instructions when content requires user input.

Web Widget

Partially Supports

The Web Widget generally has labels and instructions for users when content requires user input. However, the rating of Partially Supports has been given for the following reasons:

• Multiple choice questions with no fieldsets for grouping related form controls.

• Form field constraints and errors are not associated with corresponding fields.

• The forms have no visual instruction for entering information into inputs.

4.1.1 Parsing (Level A)

Support & Guide

Supports

The product implements well-formed markup.

Central de Administração

Partially Supports

Web: A rating of Partially Supports has been given for the following reason:

• The Zendesk logo is an SVG image enclosed inside a “button” element. The SVG logo does not have a textual alternative nor does the button have an accessible label. Moreover, having the SVG image inside an inactive button will create confusion for screen reader users.

iOS SDK

Supports

The Zendesk Mobile SDK implements well formed markup

Android SDK

Supports

The Android Mobile SDK implements well formed markup.

Web Widget

Partially Supports

The Web Widget generally uses the markup language well. However, a rating of Partially Supports has been given for the following reason:

• The multiple-choice questions from Chat with Agent screen are structured as button within button.

4.1.2 Name, Role, Value (Level A)

Support & Guide

Partially Supports

The product mostly provides user interface components that expose the correct names, roles, values, and states. A rating of Partially Supports has been given for the following reasons:

• Custom controls are being rendered as having roles that do not match the visual design, such as combo boxes that are represented as links.

• There are a few instances where aria-selected is being used on HTML elements that do not support this ARIA attribute.

• A status update is not communicated when working on the Customer Satisfaction ratings.

• Some popup menus do not convey their state and role.

• There are instances where inline errors are not being associated to their respective fields.

Central de Administração

Partially Supports

For the most part, name, role, state, and value of the controls is exposed to assistive technology. However, a rating of Partially Supports has been given for the following reasons:

• The page tabs on the ‘Admin Center Invoices and More’ product pages do not provide information about their state and role for users of assistive technology.

• The state of expansion and collapse of the product tray panel after activating the ‘Zendesk Product’ button is not communicated to screen reader users.

• Unnecessary and incorrect ARIA attributes have been used to structure the combo boxes. As a result, neither the already selected option nor the newly selected options gets announced by the screen reader.

• The user menu consists of links which open a new tab in the browser, but these links are incorrectly structured as menu item checkboxes, along with incorrectly used aria-checked attribute.

• The pages consist of iframes which do not have a title attribute to describe the purpose of iframes.

• On the ‘Admin Center Object Type’ page, the “Delete” buttons within the grid/table are not labelled.

• On the ‘Admin Center Object Type’ page, after activating the buttons to sort the columns, the table no longer responds to key commands by screen readers.

• The pages consist of aria-based checkboxes that are not properly structured. The aria-autocomplete attribute is used on the ‘INPUT’ element without the use of other necessary ARIA attributes. The <div> enclosing the label and the input, consist of role=”combobox”, aria-expanded and aria-haspopup, which is incorrect.

iOS SDK

Partially Supports

The Zendesk Mobile SDK mostly provides user interface components that expose the correct names, roles, values, and states. A rating of Partially Supports has been given for the following reasons:

• Files that have been uploaded have no accessible name.

• A minor issue exists where a text field only announces “Message” rather than the visible text of “Write a Message”.

• The “Request List” items do not have communicate that they are actionable.

Android SDK

Supports

The Android Mobile SDK provides user interface components that expose the correct names, roles, values, and states

Web Widget

Partially Supports

The Web Widget controls’ name, role, state, and value is exposed to assistive technology. However, a rating of Partially Supports has been given for the following reasons:

• Frame titles are not meaningful.

• Some form fields do not have a valid label.

• Form field’s constraints and errors are not associated with their corresponding field.

• Some modal dialogs do not have proper structure.

• Some custom controls do not provide the proper textual name, role, and state information.

• The chat feature does not notify users of changes in content at all.

• Inappropriate use of aria-haspopup on triggering button.

• Inappropriate use of role=“presentation” on a lot of elements.

• Aria-describedby and aria-labelledby, especially for form fields, refer to unknown IDs.

Criteria

Product / Platform

Conformance Level

Remarks and Explanations

1.2.4 Captions (Live) (Level AA)

Support & Guide

Supports

The product does not contain live audio content.

Central de Administração

Supports

No live audio content requiring live captions is present on the Zendesk Admin Center website.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain live audio content.

Android SDK

Supports

The Android Mobile SDK does not contain live audio content.

Web Widget

Supports

The Web Widget does not generate any live audio content.

1.2.5 Audio Description (Prerecorded) (Level AA)

Support & Guide

Supports

The product does not use video content.

Central de Administração

Supports

No prerecorded video content requiring audio description is present on the Zendesk Admin Center website.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain prerecorded video content.

Android SDK

Supports

The Android Mobile SDK does not contain prerecorded video content.

Web Widget

Supports

The Web Widget does not generate any prerecorded video content that requires audio description.

1.3.4 Orientation (Level AA 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

Supports

The Zendesk Admin Center Website content does not restrict its view and operation to a single display orientation.

iOS SDK

Supports

The Zendesk Mobile SDK does not restrict its view and operation to a single display orientation

Android SDK

Supports

The Android Mobile SDK does not restrict its view and operation to a single display orientation

Web Widget

Supports

The Web Widget supports change in orientation.

1.3.5 Identify Input Purpose (Level AA 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

Supports

The purpose of the input fields can be determined via programmatically associated labels on the Zendesk Admin Center website.

iOS SDK

Supports

The Zendesk Mobile SDK’s input fields collecting information about the user can be programmatically determined

Android SDK

Supports

The Android Mobile SDK’s input fields that collect user information can be programmatically determined.

Web Widget

Does Not Support

The Web Widget does not currently have form autofill feature.

1.4.3 Contrast (Minimum) (Level AA)

Support & Guide

Partially Supports

The product mostly meets the minimum contrast ratio. A rating of Partially Supports has been given for the following reason:

• Some placeholder text, meaningful icons, errors, and symbols used to denote required fields do not meet required contrast ratios.

Central de Administração

Supports

The visual presentation of text and images of text on the Zendesk Admin Center website meets the contrast ratio of at least 4.5:1.

iOS SDK

Supports

The Zendesk Mobile SDK meets the minimum contrast ratio.

Android SDK

Supports

The Android Mobile SDK meets the minimum contrast ratio

Web Widget

Partially Supports

The Web Widget generally has sufficient color contrast. However, a rating of Partially Supports has been given for the following reasons:

• The error message for Attach File control has insufficient contrast.

• Insufficient color contrast ratio for the options in the Options menu on receiving keyboard focus or mouse hover.

• Text and background for some elements in the Bot Chat feature do not have sufficient color contrast.

• Insufficient color contrast for input field placeholder.

1.4.4 Resize Text (Level AA)

Support & Guide

Supports

The product’s text can be resized without loss of content or functionality

Central de Administração

Supports

Most of the content on the Zendesk Admin Center website can be resized up to 200% without loss of functionality.

iOS SDK

Does Not Support

The Zendesk Mobile SDK cannot be resized without loss of content or functionality. A rating of Does Not Support is given for the following reasons:

• Some controls do not change size.

• While some text changes size, it is not significant enough according to the accessibility settings

Android SDK

Partially Supports

The Android Mobile SDK text can mostly be resized without loss of content or functionality. A rating of Partially Supports has been given for the following reasons:

• Some containers do not resize along with the text, causing the text to become cut off.

Web Widget

Does Not Support

The Web Widget content will be cut off when users resize text.

1.4.5 Images of Text (Level AA)

Support & Guide

Supports

The product does not make use of images of text

Central de Administração

Supports

The product uses text instead of images of text, except for branding elements that are considered essential.

iOS SDK

Supports

The Zendesk Mobile SDK does not make use of images of text

Android SDK

Supports

The Android Mobile SDK does not make use of images of text.

Web Widget

Supports

The Web Widget does not have images of text.

1.4.10 Reflow (Level AA 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

Does Not Support

The Zendesk Admin Center website presents the vertical and horizontal scrolling content at a width equivalent to 320 CSS pixels with loss of information or functionality. A rating of Does Not Support has been given for the following reason:

• When the page’s width is set to 320 CSS pixels (for horizontal writing systems), the content on the pages does not reflow properly and requires horizontal scrolling. The content also gets cut off on some of the pages or is difficult to read.

iOS SDK

Supports

The Zendesk Mobile SDK presents content without loss of information or functionality with one dimensional scrolling, and without requiring scrolling in two dimensions.

Android SDK

Supports

The Android Mobile SDK presents content without loss of information or functionality with one dimensional scrolling, and without requiring scrolling in two dimensions.

Web Widget

Supports

The Web Widget cannot support page reflow without loss of information or functionality.

1.4.11 Non-text Contrast (Level AA 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

Partially Supports

Visual information used to indicate states and boundaries of most of the user interface components on the Zendesk Admin Center website have sufficient contrast ratio. However, a rating of Partially Supports has been given for the following reason:

• The selected state of the buttons of the side navigation does not meet the color contrast ratio of at least 3:1 with adjacent colors.

iOS SDK

Supports

The Zendesk Mobile SDK presents user interface components and graphical objects that meet the minimum contrast ratio

Android SDK

Supports

The Android Mobile SDK presents user interface components and graphical objects that meet the minimum contrast ratio

Web Widget

Partially Supports

Web: The Web Widget generally has sufficient color contrast. However, a rating of Partially Supports has been given for the following reasons:

• Insufficient color contrast ratio for the selected state of the chat rating icon.

• Insufficient color contrast ratio for the search glass icon for the Search input field.

1.4.12 Text Spacing (Level AA 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

Supports

The Zendesk Admin Center website content adapts up to the specific spacing requirements identified in WCAG 2.1 with no loss of content or functionality.

iOS SDK

Supports

The Zendesk Mobile SDK does not present text where content or functionality are lost when setting custom spacing.

Android SDK

Supports

The Android Mobile SDK does not present text where content or functionality are lost when setting custom spacing

Web Widget

Does Not Support

The Web Widget content does not respond to custom text spacing override from users.

1.4.13 Content on Hover or Focus (Level AA 2.1 only)

Support & Guide

N/A

N/A

Central de Administração

Supports

The Zendesk Admin Center website does not present any content or widgets on the pages that could be triggered by hover or focus and are dismissible.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain controls that become visible on pointer hover or keyboard focus.

Android SDK

Supports

The Android Mobile SDK does not contain controls that become visible on pointer hover or keyboard focus.

Web Widget

Supports

The Web Widget has content that appears on hover or focus that is dismissable, hoverable, and persistent.

2.4.5 Multiple Ways (Level AA)

Support & Guide

Supports

The product offers multiple ways to reach each page.

Central de Administração

Supports

Multiple ways exist to locate each page within the product, except where those pages are steps in a process.

iOS SDK

Supports

The Zendesk Mobile SDK provides access to all pages using the persistent navigation elements.

Android SDK

Supports

The Android Mobile SDK provides access to all pages using the persistent navigation elements.

Web Widget

Supports

The Web Widget has multiple ways to get to a screen.

2.4.6 Headings and Labels (Level AA)

Support & Guide

Supports

The product provides headings and labels that describe the topic or purpose.

Central de Administração

Partially Supports

Most of the headings and labels for the form controls are descriptive. However, a rating of Partially Supports has been given for the following reason:

• The ‘Admin Center Payment’ page consists of multiple ‘Edit’ buttons which do not have unique accessible labels.

iOS SDK

Supports

The Zendesk Mobile SDK provides headings and labels that describe the topic or purpose.

Android SDK

Supports

The Android Mobile SDK provides headings and labels that describe the topic or purpose.

Web Widget

Supports

The Web Widget’s headings and labels are unique and descriptive.

2.4.7 Focus Visible (Level AA)

Support & Guide

Supports

The product mostly provides a visible focus indicator for all actionable elements. A rating of Partially Supports has been given for the following reasons:

• Some elements are missing a visual focus indicator.

• When elements do have a visual focus indicator, it is rendered using CSS properties that do not render when navigating using alternative color modes

Central de Administração

Supports

The Zendesk Admin Center website provides a visible indication of keyboard focus for all actionable elements on its pages.

iOS SDK

Partially Supports

The Zendesk Mobile SDK mostly provides a visible focus indicator for all actionable elements. A rating of Partially Supports has been given for the following reason:

• When attaching a file, focus does not move to the newly rendered content.

Android SDK

Supports

The Android Mobile SDK provides a visible focus indicator for all actionable elements.

Web Widget

Partially Supports

The Web Widget generally has visible indication of focus. However, a rating of Partially Supports has been given for the following reasons:

• The ‘view original article’ link and other article links do not have visual focus.

• The Download link for uploaded file while chatting with agent does not have visual indication of focus.

• The phone number input field and country code combo box have little to no visual indication of focus.

3.1.2 Language of Parts (Level AA)

Support & Guide

Supports

The product does not contain changes in language.

Central de Administração

Supports

Content on the Zendesk Admin Center website is only presented in one language at this time.

iOS SDK

Supports

The Zendesk Mobile SDK does not contain changes in language

Android SDK

Supports

The Android Mobile SDK does not contain changes in language

Web Widget

Supports

The Web Widget is only presented in one language at this time.

3.2.3 Consistent Navigation (Level AA)

Support & Guide

Supports

The product uses consistent navigation methods

Central de Administração

Supports

Navigation is consistent throughout the Zendesk Admin Center website.

iOS SDK

Supports

The Zendesk Mobile SDK uses consistent navigation methods

Android SDK

Supports

The Android Mobile SDK uses consistent navigation methods.

Web Widget

Supports

The Web Widget uses consistent navigational mechanism across screens.

3.2.4 Consistent Identification (Level AA)

Support & Guide

Supports

The product consistently identifies components that have the same functionality.

Central de Administração

Supports

The components on the Zendesk Admin Center website that have the same functionality are identified consistently.

iOS SDK

Supports

The Zendesk Mobile SDK consistently identifies components that have the same functionality

Android SDK

Supports

The Android Mobile SDK consistently identifies components that have the same functionality

Web Widget

Partially Supports

The Web Widget has consistent identification method for the most part. However, a rating of Partially Supports has been given for the following reason:

• The Phone Number input field’s error message for an empty and incorrect phone number is inconsistent.

3.3.3 Error Suggestion (Level AA)

Support & Guide

Supports

If an input error is automatically detected and suggestions for correction are known, then the suggestions are provided to the user, unless it would jeopardize the security or purpose of the content

Central de Administração

Supports

Where input errors are automatically detected, suggestions for correction are provided to the user.

iOS SDK

Supports

The Zendesk Mobile SDK does not include forms that generate errors.

Android SDK

Supports

The Android Mobile SDK does not include forms that generate errors.

Web Widget

Supports

The Web Widget’s error messages provide suggestions to users.

3.3.4 Error Prevention (Legal, Financial, Data) (Level AA)

Support & Guide

Supports

The product does not make legal or financial commitments

Central de Administração

Supports

The product does not process legal commitments or financial transactions. Changes to user-controllable data are reversible or can be confirmed before finalizing.

iOS SDK

Supports

The Zendesk Mobile SDK does not include forms that generate errors.

Android SDK

Supports

The Android Mobile SDK does not include forms that generate errors

Web Widget

Supports

The Web Widget does not process legal commitment, financial transaction, or modify users’ data.

4.1.3 Status Messages (Level AA 2.1 only)

Support & Guide

N/A

N/A

iOS SDK

Supports

The Zendesk Mobile SDK does not contain status messages.

Central de Administração

Partially Supports

The Zendesk Admin Center website does not present many status messages to be determined programmatically without receiving focus. However, a rating of Partially Supports has been given for the following reason:

• On the Admin Center Advanced Security, the Save Changes message is displayed at the top right corner, but the message is not rendered by the screen reader nor receives focus to be rendered by the screen reader.

Android SDK

Supports

The Android Mobile SDK does not contain status messages.

Web Widget

Supports

The Web Widget’s status message can be programmatically determined through role or properties, such that they can be presented to the user by assistive technology without receiving focus.